Baker’s Take Blog
July 23, 2010
In the case of Customer Relationship Management (CRM) and Customer Experience Management (CEM) the answer is clear—CEM, or the proverbial chicken. Read more...
May 18, 2010
Customers have come to expect that their financial institution will provide access to their accounts from any and all channel technologies and not just for inquiries, but real-time transactions too. The competitive nature of the financial services industry necessitates that community institutions meet these expectations in the same ways that large multi-national banks do. Read more...
May 4, 2010
Have you ever wondered how many resources your bank is wasting by supporting a hodge podge of customer interaction channels with disparate databases and different application software? And, what kind of experience is this creating for your customers? Consider this. Read more...
April 6, 2010
The good news is that with the introduction of multiple delivery channels, interaction volumes have grown, but there's bad news too. Most institutions will find that the growth has not necessarily been in ways that are most profitable for them.
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March 22, 2010
Last month I sat through a really interesting presentation on the CRM efforts of one of S.E. Asia's leading banks while at the Asian Financial Services Congress in Singapore. They have clearly developed a very large store of data on their customers and they are using this data to mine for opportunities. Read more...
March 8, 2010
Developing and executing a strategy for delivering memorable customer experiences is a lot like baking a cake. Read more...
February 22, 2010
Today, a best practice is considered to be a common way of doing things and therein lays a problem-essentially the term has become synonymous with status quo.
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February 1, 2010
The opportunity: the reality is that tellers at your bank or credit union have more face time with customers/members than any other group within the organization—doesn’t it make sense that they be an integral part of your sales and CRM initiatives? Read more...
